Returns, Refund and Cancellation Policy

We operate a returns policy for faulty goods. Should you need to return the item to us due to it being faulty, please contact us first by telephone or e-mail - see our Contact page.

Unwanted Goods

Please return goods unused and in the original packaging in perfect condition for resale within 60 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods.

Please note that you are responsible for shipping costs when returning goods.

Faulty Goods

If any of the goods are faulty, we will either refund the cost amount in full or send you a replacement free of charge. Once we receive the original item back to us, we will ship the replacement.

Changing or cancelling an order

Cancelling your order. You have the right to cancel your order within 7 working days from the date you received your order. To cancel your order please contact us in writing within 7 days.

If you would like to amend your order and the order has not been dispatched, we will happily take payment of the extra items and send all items out together. If your order has already been dispatched, we cannot add any more items and you will be required to place an additional order.

Will any return costs be refunded?

If you return something because of an error on our part or because it's damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage costs – up to 2nd class postage only).

We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

My Payment Card has changed/expired. How will I receive my refund?

We process all refunds to the original card used when you placed your order. If your card has expired, please contact us via email at refunds@nrgstems.com  and include the order number and bank details. All refunds will be via BACS to a nominated bank account.

When will I receive my refund?

We action all refunds the same day we receive the goods back and it can take up to 3 working days for the refund to show on your card or bank account.